Business Challenge

inContact’s cloud contact center software supports over 200,000 customer service agents employed globally by more than 120 Fortune 500/Global 2000 companies, and by government agencies in the U.S. These organizations rely on inContact for always-on availability and fast performance to deliver exceptional customer service experiences. inContact offers the industry’s best published service level agreement (SLA) of 99.99% and is recognized as a market leader by Gartner, IDC, and other industry analysts for its complete cloud solution. To consistently deliver 99.99% uptime with inContact Customer Interaction Cloud, IT must closely monitor the health of the IT environment and ensure that the right capacity is available at all times.

BMC Solution

TrueSight, an AIOps platform that utilizes the latest advancements in machine learning and artificial intelligence, provides real-time monitoring and alerting to speed the detection of and response to impending issues.

"TrueSight is our central point of service management integration for our hybrid model using our private and public clouds, giving us standardized and centralized service management capabilities regardless of where the service component is hosted," said Elmer Benites, VP of Cloud Operations for InContact AWS. "Our customers' transactions traverse this multi-cloud environment and we need an integrated way to manage all these components. For our public cloud, we use multiple AWS infrastructure computing, storage and native services, all managed using TrueSight and other BMC products." TrueSight also enables IT to optimally align capacity with business demand, while Remedyforce (now known as BMC Helix Remedyforce) provides insight into critical systems.

Use of TrueSight Capacity Optimization to make decisions on the need for additional virtual machines translated into a 9-month payback.

"TrueSight is our central point of service management integration for our hybrid model using our private and public clouds, giving us standardized and centralized service management capabilities regardless of where the service component is hosted."